7-Day Big 5 Sopa Lodges Amboseli, Naivasha, Nakuru, Mara

Reply from Marurumi Safaris

Dear Jianan,

Thank you so much for taking time to write us your review. We truly appreciate both your positive comments and your concerns, as they help us improve our services.

One thing that we strive to ensure is that all our clients are handled with utmost attention, confirming that everything is okay. However, along the way at times, we are faced with challenges, and since you are in this same line of duty, you can attest to it.

On the whole itinerary package, thank you for informing us that the Tanzanian side was good and that your clients were contented. It is still us that made the plans even on that end and a clear indication that the running was as smooth as we intended. At the same time, we sincerely regret the inconveniences they experienced during the Kenya portion of the trip, and we apologize for any frustration this may have caused you and your guests.

On the Kenyan side, we want to inform you that we do not have any other connections with the hotels apart from us providing them with clients. That is why we confirmed to you the itinerary as it was initially, without any doubts that the hotels would respond to us with new rules. Were it that we knew earlier, we would have advised you before you proceeded.

Honesty is of importance. Immediately, the hotels responded, the information was shared with you so that you could communicate with your clients, and together we could make the changes immediately and not wait for the last-minute rush.

On 19th January, the vehicle breakdown resulted from an issue with the car battery, which we explained to you, not because the car is old or poor. There was no earlier sign of the battery causing havoc, thus it could not have been fixed earlier before the clients had started their journey to Naivasha. It would be against our rules to agree on letting any of our vehicles leave Nairobi, knowing very well it will be out for days and provide our clients with a damaged car. The car battery could not have been accessed in Amboseli, thus causing delays on your client's schedule. We are sincerely sorry about that.

On 20th January, the vehicle that they were supposed to use was already in place. The guide communicated with them and informed them that in the conservancy, there were areas that they, as our company guides, could not access, but when they were taken by the hotel's guide, they would be able to view more. This was done to ensure that the clients miss nothing since they were staying in the conservancy. With that, they would later use their designated open jeep the following day, thus doing the normal game drive.

The issue of them being charged $200 was not to be handled by your clients. Any charge not contractually agreed upon is not in line with our company policy, and we take this concern very seriously. That is why the matter was reported to the authorities, and we informed you of the same. We are committed to resolving the refund issue promptly and transparently if only you fulfill our earlier request of sending the details of where the money should be credited. Despite the fact that you sent the money online, your information has been encrypted.

Yes, you have been communicating with James Macharia, owner of Marurumi Safaris. We regret that the communication did not meet your expectations. Mr. James Macharia oversees multiple operational matters; that is why, at times, calls were not answered. We recognize the importance of timely responses, especially when issues arise.

Once again, thank you for your honest feedback. We value our partnership and hope to have the opportunity to restore your confidence in our services in the future.

Regards,
James Macharia.